Issues customers are reporting
Every distinct fault customers have reported, grouped so one problem counts once however many people described it differently. Ordered by what is landing now, not by all-time volume.
distinct faults, not review counts
mentioned in the last 7 days
19 issues
App actions load very slowly
Performance & crashes
Customers wait several minutes for pages and other actions to load, including during transfers. The performance problem is also reported during online purchasing and in version 2.22.1.
App fails to open or authenticate
Login & authentication and 1 other part of the app
Customers open the app or enter valid login details, but it fails to open, gets stuck, or shows “This service is currently unavailable”. The failures occur after updates in versions 2.22.1.1 and 2.22.1.3, over WiFi, after session timeout, and during fingerprint login.
Account activation and registration fail
Onboarding & KYC
Customers try to activate or register their bank account in the mobile app, but the process does not complete and access is not provided. The failure occurs in the account opening or registration journey in version 2.22.1.1 and 2.22.2.
App operations need support intervention
UX & navigation
Attempting a simple operation in the app does not complete it independently. The customer must contact customer support, and the process can take countless hours. This is reported in version 2.22.1 and version 2.22.0.
Tap-to-pay cards cannot be added
Cards
In version 2.22.1.3, attempting to add an existing card to the mobile tap-to-pay service returns a "service is not available" message. The card cannot then be used for mobile payments.
Secured messages and details lag or go missing
Notifications
In secured messages and notifications, customers see delayed updates and delayed processing. The app also omits details available in the web portal, and one customer reports that a promised support callback did not arrive in version 2.22.1.3.
New-device activation requires selfie video
Onboarding & KYC
After switching devices, the customer is required to record a selfie or video to activate the app. Activation is not immediate, and the screen offers no alternative method if the customer rejects photo processing.
Customer support does not respond
Customer support
Contacting customer support produces no response. The customer cannot get help through the support channel.
Card details are unavailable
Cards
A customer opens the app and tries to view the card details for their account. The app does not provide those details in the account or card area in version 2.22.1.
Branch card issuance treats customers poorly
Cards
A customer issuing a payment card reports poor treatment at the University Street branch. The issue occurs during the branch card issuance journey.
Bill payments cannot be completed
Transfers & payments
In version 2.22.1.3, attempting to pay a bill through the payments journey does not complete. The customer reports being unable to pay any bills in the app.
Loan services fail
Accounts & statements
Customers open the loan services feature, but its functions do not work properly. The failure is reported in version 2.22.0.
Upgrade requires reinstall
Stability after update
In version 2.22.0, a customer cannot upgrade normally and must reinstall the app instead. The upgrade journey does not provide a usable in-app update path.
App overheats the phone
Performance & crashes
After using the app for more than ten minutes, the phone becomes very hot. The problem is reported on an iOS device using version 2.22.0.
Update prompt repeats after update
Stability after update
After installing the update, the app asks the customer to update again. This repeated update prompt is reported in version 2.22.1.1.
Payment approval expires after app login
Transfers & payments and 1 other part of the app
In version 2.18.2, opening a payment approval notification launches the app in a logged-out state. After login, the notification has disappeared, so the payment cannot be authorised and the payment provider imposes a one-hour wait before another attempt.
VPN use blocks app access
Security & fraud
The customer tries to use the app while connected through a VPN outside an Arab country. The app rejects the VPN and cannot be used.
Screenshots are blocked
Security & fraud
A customer tries to take a screenshot anywhere in the app on Android. The app prevents the screenshot and provides no setting to allow it.
CliQ lacks copy and contact search
Transfers & payments and 1 other part of the app
When sending a CliQ payment, customers cannot copy and paste numbers or names. They also cannot search for previous users without saving each person as a contact, in version 2.22.0.